This guide provides step-by-step instructions for enabling Step-Up Authentication in your account, allowing customers to seamlessly log in during a chat session.
The Problem:
- Before, if a customer started chatting with a brand without logging in (unauthenticated), then logged in later during the chat, a new chat would start.
- This meant two separate conversations for the same person, potentially with different agents.
- The agent couldn't see the customer's chat history before they logged in, making it hard to understand the conversation.
The Solution: Step-Up Authentication
- This feature lets customers log in during an existing chat, instead of starting a new one.
- The agent can then see the entire conversation history, even the part before the customer logged in.
- This allows brands to:
- Better handle returning customers
- Offer services like account upgrades or support that require login
Additional Points:
- Step-Up Authentication can be initiated by either the customer or the agent.
- The customer won't see the logged-in conversation history after they log out, but they can log back in to see it.
- This feature is currently available for web chat in the initial phase.
Requirements
This feature is currently available for web messaging and requires the following:
- Supported Services:
- Identity Provider (IDP) version 2.3 or higher
- Shark version 8.5.1.6 or higher
- User Management System (UMS) version 3.19 or higher
- Consumer VX (IpUnified Window) version 9.10 or higher
- LiveEngage (LE) version 10.4 or higher
- Controller Message Bot version 3.1.0 or higher
- For Step-Up Authentication to work, you must enable the following in Houston for the required account:
- Enabled feature: Common.Async_Messaging
- Enabled feature: Messaging.Un_Auth_Messaging
- Enabled feature: Shark.Consumer_Journey_Identity_Only_Support
Configuration
This portion explains how to configure your account for Step-Up Authentication
Requirements:
- Houston Access: You'll need access to Houston, your brand's configuration management system.
- Administrator Role: Certain steps require administrator privileges in Houston.
Note, you must reach out to your LivePerson Account Manager for any changes that are to be made to Houston.
Enable Step-Up in Houston
Reach out to your LivePerson Account manager to set it up and configure it in Houston.
FAQs:
- Does the consumer ID change in the agent workspace after Step-Up? No, the consumer ID displayed in the workspace won't change.
- Can brands set the new consumer ID? Unfortunately, brands cannot directly set the consumer ID, authenticated ID, or participant ID.